Crown House Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture based on improvement, teamwork and person-centred care. Since the last inspection, the whole team had clearly worked together to improve the service and embed changes into everyday practice. Staff described a positive and united culture where everyone had taken responsibility for driving forward the required improvements. One staff member said, “Everyone has got on board, we’ve got a good little care home here, we have tried to take on board [the previous concerns.]”

There was a strong sense through conversations, records and observations that staff and leaders were proud of the service and committed to maintaining the improvements made. The hard work and cultural shift since the last inspection was evident throughout the home and demonstrated a much more open and improvement focused culture.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The registered manager and management team had driven and sustained wide-ranging improvements across the service. They were visible, approachable and responsive. Staff described the registered manager positively and said managerial support was always available in an emergency. One staff member said, “I’d ring [the registered manager], even at 2am, they are always on hand.”

Relatives also had confidence in the manager. One relative said, “I would ring up [name] who is the manager [if I was unhappy], she is very receptive about everything.” These comments supported our findings that leaders were compassionate, accessible and effective in their roles.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

Since the last inspection, the provider had invested in modern, effective auditing systems which were now identifying any anomalies or errors and driving timely action. We reviewed these systems and found they were working well. Actions arising from audits were completed promptly, and leaders had much stronger oversight of care, records, incidents and the environment.

Policies had been reviewed and updated, fire safety systems had been strengthened, medicines management had significantly improved, and the provider was now working with systems which were fit for purpose. The hard work undertaken by the provider and staff team was evident to see, and the service had demonstrated it could respond effectively to previous concerns and sustain improvements.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people.

The provider had clear responsibilities, roles, systems of accountability and good governance. Since the last inspection, the provider had invested in modern, effective auditing systems were now identifying any anomalies or concerns and driving timely action. We reviewed these systems and found they were working well. Actions arising from audits were completed promptly, and leaders had much stronger oversight of care, records, incidents and the environment.

Policies had been reviewed and updated, fire safety systems had been strengthened, medicines management had significantly improved, and the provider was now working with systems that were fit for purpose. The hard work undertaken by the provider and staff team was clear to see, and the service had demonstrated it could respond effectively to previous concerns and sustain improvements.